Complaints

This profile includes complaints for Greyhound Lines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Greyhound Lines, Inc.

  PO Box 660362 Dallas, TX 75266

• 

  Greyhound Lines, Inc.

  1 Meetinghouse Ln Sagamore Beach, MA 02562

• 

  Greyhound Lines, Inc.

  111 Bates St Lewiston, ME 04240

• 

  Greyhound Lines, Inc.

  130 Main St Saco, ME 04072

• 

  Greyhound Lines, Inc.

  1614 Depot St Manchester Center, VT 05255

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I booked a Flexible fare from Hartford CT to NYC on June 18 2022. Flexible fare was the most expensive option and supposed to get you priority boarding on the bus. The bus got there and there was no priority boarding, the bus was already packed, not to mention it was filthy and disgusting on there. Why did I pay so much more for a benefit I never got? They never mentioned Priority boarding at the bus and just took whoever was there, And I was there 45 min early! It is the prinicpal of this like I deserve money back, That is unfair!

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/12) */ Dear M Thank you for expressing your concerns regarding the inconvenience you experienced while using our services. We are never satisfied when a customer expresses a complaint or displeasure about the way he or she is treated or served, and we regret you had an unpleasant experience. As a gesture of our commitment to you, our valued customer, we issued a credit in the amount of $5.00 of the priority boarding processed back to the purchasing account. Please allow 7 to 14 business days for processing. Once again, we apologize for the inconvenience. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid 30.00 more than regular fare and was still treated as a regular fare customer. 5.00 is an insult. They are better off using that 5.00 to get bleach and clean their bus.

• Initial Complaint

  Date:06/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchase a bus ticket for our daughter to go from terra haute indiana to indianapolis for pick up at 4:35 pm on June 22. We arrived at the bus depot about 30 minutes prior to departure to find the bus terminal closed. At 4:20 no one still was at the terminal and no bus. we called greyhound customer service. they informed us that the route was driven by an outside vendor and provided us their phone number. we called the number and were forwarded to a voicemail system that was full and could not leave a message. We called back to greyhound. it was now 5 pm well after the bus was scheduled to leave. greyhound told us that they had the right to re-schedule/cancel routes without notice at their discretion and if i wanted a refund i needed to enter my request online as customer service did not have the ability to process such a request. I entered my request for a refund the next day june 23rd stating the reason for refund was the bus did not show up. My request was denied stating the ticket was a non-refundable ticket. I again called greyhound customer service and asked to speak with a supervisor. i was told the supervisor was busy but to go online and enter my request in the feedback section to which my request would be sent to a manager with decision making authority. this was done on june 24th. i have not received a response from anyone at greyhound since this action. although the amount is not excessive (just over $68) i feel that by not showing up to perform the paid for service is a legitimate reason for a refund of monies paid.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/07) */ Dear Mr. ********, Thank you for contacting our office and we sincerely apologize for the delay in responding to your request. Greyhound Lines, Inc., is committed to providing quality customer service and maintaining affordable prices. It is important to us to always strive for improvement and your input will help us with this process. In regards to your request, please be advised that our records indicate that a resolution for this case was already provided to the Card holder. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand your internal records show that the card used for the transaction has been credited but I just reviewed my bank statement and there is no credit or pending credit for any refund. Please confirm on your end the transaction has been completed.

• Initial Complaint

  Date:06/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 26th 2022, I had a ticket to travel from Roanoke , Virginia to Richmond, Virginia, after paying 90 dollars in taxi fare to get to the Roanoke bus stop, the bus never came and I called customer service only to be lied to over and over . I waited 8 hours because I had an appointment early the next day with no proper communication or notice. Eventually customer service finally admitted that the bus is not coming. I have attempted to get a refund and I keep hearing nothing back. Today, June 25th, I had a ticket from Roanoke to Richmond. I had to get a taxi that cost 115 dollars to get to the Roanoke bus at 5am for my bus. I have been waiting for 7 hours and again the bus is a no show. I want greyhound to refund my two tickets and compensate me for my cab fares. I am missing my appointment yet again. At this rate, this is becoming a scam.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/07/08) */ Dear Ms. ********, Thank you for contacting our office with your concerns. We apologize for the delay in responding to your e-mail. As a gesture of our commitment to you, our valued customer, we will issue a credit back to your account in the amount of $55.99 for confirmation number:XXXXXXXX.

• Initial Complaint

  Date:06/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ticket from greyhound to depart 10:45am but bus never showed and they don't want to refund me. I know it say non refundable but it wasn't my fault it was on their part. So I don't understand why they can't. I was waiting over 2 hours there and I even called customer **********************. They couldn't tell me anything on my bus. That's ridiculous. They emailed me a urgent email after the departure time like almost 3 hours after.

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a bicycle tourist and purchased a Greyhound Economy Ticket, because, according to the Greyhound Website, I could change the "From location" of my ticket for a $20. I knew I might need to use this option, because I was not sure how far I'd be able to bike. In any case, when I called Greyhound on May 27 to change the "From location" and date of my ticket, they denied my request. The ticket was useless to me without this option, which was guaranteed by the original terms of the ticket. I had to purchase a new ticket out-of-pocket, because Greyhound did not honor the original terms of the ticket. I have requested a refund from Greyhound for the original ticket (confirmation #********), totaling $230.99, but Greyhound has denied this request (on June 9th), despite the fact that they did not honor the terms of the ticket, rendering the ticket useless to me. I sought the refund well before June 15, which was the departure date for this ticket.

  Customer Answer

  Date: 07/26/2022

  The business did contact me and resolve the issue.

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

  Customer Answer

  Date: 05/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon booking a ticket with Greyhound my bus has been canceled twice, and rescheduled twice. Only for the company to then lie to my mother in law who as a result was stranded at a Bus station in *******, **. While there she was witness to rioting, stealing, and harassed by other bus passengers. I quickly changed her bus ticket to a Hotel stay and a plane ticket on my dime and I am wishing for a partial refund for the rest of the trip that was not used. Greyhound first agreed to giving me the refund over the phone, Now once I filed for the refund I am told there is nothing that they can or will do.

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

  Customer Answer

  Date: 05/07/2024

  I am rejecting this response because:   This response was nothing more than meaningless wording. To be truly apologetic this company would have refunded me as we were unable to use their service due to their negligence. 

  Business Response

  Date: 06/11/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  Regarding your concern, we are not able to retrieve information of your case since our system restart after one year of the incident. Therefore, we are not able to provide a proper resolution or compensation on this matter.
  
  Once again, we apologize for the inconvenience this may cause you.

  Customer Answer

  Date: 06/12/2024

  I am rejecting this response because:   it is not my fault that they have reset their systems. I had purchased a ticket leaving from ******* and arriving in ********. I would accept anything 50% of the now current fare from that travel. My mother in law was treated very poorly and I was forced to make very costly additional plans just to remove her from thr situation Greyhound had placed her in. 

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a greyhound ticket for 06/24/2022 to leave at 11:45am eastern time to make it to **************, ** at 3:40pm when I got to the station I was order to line up at door 3 to start departing. The bus never arrived for us to depart. At this time 12:22p I was asking the employees at the front desk is there a estimate time frame the bus will be pulling in, I never got a answer it's was like no body knew what was going on it was very frustrating not knowing when your going to depart. And the wait continued until 3:10 almost 3 1/2 later waiting for a bus. No one was compensated for the wait there was anger customer yelling because of there next connection and I was getting Impatient because I knew I had business plans in **************. I had to cancel all my business affairs because I had arrived late and some of those appointments I had to make 30days out now I'm wait another 30days just to get a new. I am very unsatisfied how they handle this situation they were very disorganized and it seemed like there was no communication in there business or seem they couldn't contact the bus to see how far the driver was and as a customer I need updated to I can relay information to my other parties

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

• Initial Complaint

  Date:06/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  26 May 2022 purchased a bus ticket for a family member, Tambra ****** confirmation # XXXXXXXXXX to travel from Melbourne, FL to Salisbury, NC on Greyhound Lines website. After a few iterations of rescheduling, Tambra ***** caught her bus in Melbourne, FL and headed toward home, but when the bus stopped along the way in Daytona Beach, FL, she asked the driver if she would have the time to visit the store next door and he said "Sure", but she was in the checkout line when the driver drove off without her, leaving her on the side of the street with all her luggage and purse still on the bus. Numerous attempts were made to get her luggage back before trying to reschedule the return trip and now she has her main luggage, but everything left in the seat on the bus were lost or stolen, and she needs to continue her trip home, but Greyhound refuses to provide her with a new ticket. Numerous attempts to email the company have gone unanswered and she demands a complete refund of $138,

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/08) */ Dear Mr. ******* Thank you for contacting our office, and we sincerely apologize for the delay in responding to your request. We have received your request for a refund on your ticket. Unfortunately, the ticket you submitted has no refund value. You purchased a reduced fare ticket, which is non-refundable. Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Greyhound bus driver left my disabled family member stranded on the side of the road in Daytona Beach. And the ticket price was not a reduced fare ticket; it was the normally-posted fare offered on the website. The driver screwed-up and left her, even after giving her permission to go next door to buy a phone card. If it weren't for the kindness of a nearby young man, she would have been completely helpless. Greyhound is complicit in failing to provide the service necessary to get our family member to her destination and should refund the entire costs paid for her trip due to their lack of care for her safety. Maybe a Court of Law will find these failures more serious. A refund would be a lot less costs than the liabilities of involving the Courts.

• Initial Complaint

  Date:06/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i buy a ticket from ****** ***** to ****** ***** for the 06/22/2022 and i go to the bus station over there the greyhound employees tell me that the bus driver dosent show to work they tell me that is not going to be a departure to that destiny if i want they can give me a ticket to the next day i tell the people i need to go today and i need a refund they tell me i need to send a email to the company thing i do but the company tell me i cant get a refund.i tell why they say is becuse i buy a ticket that dosent have that option i answer i buy a ticket for that day Confirmation Number: ********

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.
  
  

  Customer Answer

  Date: 05/08/2024

  I am rejecting this response because:   this doesn't fix anything u keep my money and dont provide a service

  and all becuse ur driver dont show.

  is not the consumer fault is the company fault.

  Business Response

  Date: 06/11/2024

  Thank you for expressing your concerns regarding the inconvenience you experienced while using our services.
  
  Regarding your concern, we are not able to retrieve information of your case since our system restart after one year of the incident. Therefore, we are not able to provide a proper resolution or compensation on this matter.
  
  Once again, we apologize for the inconvenience this may cause you.

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to travel to Tennesse to help my daughter, a mother of 5, who was having surgery & whose husband was out of the country, & who has no other family in **. I arrived for my Sat May 21st 3:40am trip & was told it was cancelled. I waited til 6am when supervisors came in -was told no bus until 24 hrs later - Sun May 22nd 3:40a.m. I rebooked the ticket, desperate to get to my daughter prior to her surgery scheduled for 5am tues May 24th. I again arrived at the station for the trip, was told no bus available - shortage of drivers - they were trying to get someone to work overtime, but if they found someone he/she would need 9 hrs to rest/get "fresh". I could not wait indefinitely, I needed to make flight arrangements, which would cost more due to it being the "last minute". It was too late to try to drive there. I phoned my son to pick me up - by the time he arrived it was 4:50am and there was still no bus, so I don't know IF or WHEN it ever got there and whether those other waiting passengers ever got to their destinations. I was later told I could not get a refund as my ticket was issued as 'nonrefundable', and that it could only be refunded if Greyhound cancelled. Telling me they do not know when or if a bus would take me is tantamount to them cancelling. I was told that customer ********************** "no longer takes phone calls' and directed to write on the Greyhound website under 'feedback and that I would hear back in 72 hrs. I wrote a long letter but got no response from them. Intercity Motorcoach Customer Bill of Rights, on ********************'s website, states that the customer should be able to rely on "Dependable service" and "accurate and timely information" and provides further details of what this covers. I clearly deserve a refund. I ended up flying, which cost me more because I had to buy the ticket so close to the date of the trip. Had I known that I could not rely on Greyhound I would have booked a flight in the first place and the expense would be less.

  Business Response

  Date: 06/24/2022

  Hello,
  Thank you for contacting us with your concern. Please provide your confirmation number so we can look into this matter. We look forward to hearing from you.

  Customer Answer

  Date: 06/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already sent a copy of the ticket, which includes the confirmation number. Now they are requesting the confirmation number so I will upload it again. Just to be clear, I am also including it here.
  
  *************************** confirmation # **********
  Greyhound schedule 1510 23 May22
  See Attachment/File: myimage 3 6 5.png

  Business Response

  Date: 05/07/2024

  We regret that your experience did not meet your expectations. Our aim is to deliver outstanding service for all our customers and travelers, and we look forward to another chance to provide exceptional service in the future.